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CUSTOMER JOURNEY MAP
Hafida Mouina
Created on May 23, 2023
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Transcript
Customer Journey Map
For online travel agency
APPOINTMENT
DIAGNOSIS
COMPARISON
TREATMENT
RESEARCH
FOLLOW-UP
POST-TREATMENT
Desire for travel
Explore options
Travel to location
Experience vacation
Schedule and book travel
Select vacation
Remember experience
action
Send pictures to your family and friends
Arrange for activities
Search online
Book cheapest flight, hotel and tours
Find out about family vacations
Print tickets and travel information
Review online travel sites
pensée
It’s time for our next family trip
I need it to be really cheap
I wonder if it will be a safe airline
We are having a great time
I am going to create a photo album
I hope everything goes well
I must book a few reservations for dinner
pensée
emotions
Display reviews of hotels and restaurants
Send attractive reviews
Show lowest cost options anywhere in Europe
Offer different itineraries for family vacations
Offer discounts for tours at your travel destination
Offer the opportunity to create a photo gallery
Allow searches across different destinations
Opportuniti es